October Releases
  • 21 Oct 2020
  • 6 Minutes To Read
  • Print

October Releases

  • Print

20 October 2020

What's Shipped

IVR UI Enhancements

We are introducing two new enhancements to improve the IVR UX further.

  • IVR Name - The name you give an IVR allows you to quickly distinguish how an IVR is used. This is especially critical if you have multiple IVRs. To help, we made it easier to edit the name of an IVR straight from the IVR list. Just hover over the name to update it.
  • Publish Button Availability - When editing an IVR, the Publish button will remain unavailable until all required fields (in red) are completed.
  • Unsaved Changes - You will now receive an error if you leave the IVR editor with required fields empty. This means none of your updates will save as a draft.


Resolved Issues

IVR Node Time Range - We resolved a bug that caused saved time ranges not properly to appear.

Title Text for Payment in Sidekick - An incorrect title appeared when entering payment information in Sidekick. This title will no longer appear.

Answers Fixes

  • Pagination - We fixed a bug that removed pagination in Answers.
  • Channel Filter - Resolved an issue that prevented Answers from being filtered by Channel.

Text Auto Suggest - Previously, if the suggested messaging greeting started with a variable, pressing the tab key would insert the greeting. However, Agents would continue to see the suggested greeting. This issue has been resolved.


Don't Miss Out

REVIEWS

You're in good company

We'd love to hear from you - please share your insights on Gladly.

Please leave us a review on G2 Crowd Here


SPOTLIGHT FEATURE

Sidekick Reports

Help your customers help themselves (more efficiently) with Gladly's Sidekick Reports. See the terms and Answers most often searched for and used by your customers, and identify the gaps you can work on to make your self-service the best it can be. Learn more in the Sidekick Answers Usage, Quick Actions Usage, and Sidekick Answer Search reports.




13 October 2020

What's Shipped

New Task Reports

Two new reports designed to give you detailed insights about Tasks are coming your way!

  • Task Export -  Contains detailed information about Tasks. Download this report to dig into underlying data and run your own analysis.
  • Task Activity by Agent - Track trends around how many Tasks certain Agents have created, or see if Agents are creating, reopening, or closing Tasks.


IVR Feedback Form

Our design philosophy is based on elegant and efficient UI. Now that you've had some time to get to know the new IVR admin setting, we'd love to hear your ideas on how we can improve it or if you have a feature you'd like to see. Use the Got Feedback button on the IVR page and complete the form.


IVR UI Enhancements

We added two new tabs in the IVR configuration page to make it easier to manage multiple IVRs:

  • Active - IVRs associated with a phone number will appear under the Active tab
  • Inactive - IVRs not associated with a phone number will automatically move to the Inactive tab.


Automatic Suggestion of Frequently Used Greeting

Let's save Agents time by automating one of their most repetitive activities. In Production this week, when the Agent accepts the first inbound message (chat, SMS, social messaging), Gladly will automatically suggest the Agent's most frequently used greeting. All the Agent has to do is press the tab key to accept the suggestion. Or, they can ignore it by typing away.


Get Topics API Update

The Get Topics API will now include the parentId of Topics. Available in Sandbox this week, the return payload will now look like this:

[
  {
  "id": "uu4t00vITaKQ3bVjU2UrGQ",
  "name": "Order Returns",
  "disabled": false,
  "parentId": "some-id"
  }
]


Respond to Incoming SMS and Facebook Messages via API

We're adding APIs to reply to Customers through text-based Channels: SMS and Facebook Messenger. These APIs are must-haves for Customers looking to automate (in-house or with a partner) common Customer interactions.


Resolved Issues

Scheduled reports access - We fixed an issue that prevented the Scheduled Reports settings page from loading.

API error handling - Before this fix, certain reporting API errors could cause CSV output to terminate without any indication of an error. Now, if an error occurs, the CSV will have Unexpected error occurred in its last line to indicate that the report might be incomplete.

Additional message received for webhook events - We fixed a bug that caused multiple MESSAGE/RECEIVED webhooks to be fired for a single received message.


Don't Miss Out

REVIEWS

You're in good company

We'd love to hear from you - please share your insights on Gladly.

Please leave us a review on G2 Crowd Here


SPOTLIGHT FEATURE

Task Comments

Collaborate more effectively by using Task comments. When you need to discuss a situation with multiple people across your team or organization, commenting in Tasks allows you to keep all the relevant context and information in a single place. Learn more about collaborating with Tasks.




6 October 2020

What's Shipped

New Reports

We have two new reports coming your way specifically tailored to help you analyze Contact related activities.

  1. Contact Summary Report - Track trends for points like Customer Wait Time, Agent Handle Time, and more!
  2. Contact Export Report - Contains detailed information about Contacts. Download this report to dig into underlying data and run your own analysis. Also, this report will show which Entry Point a Contact arrived at!


What's Coming

Automatic Suggestion of Frequently Used Greeting

Let's save Agents time by automating one of their most repetitive activities. In Production this week, when the Agent accepts the first inbound message (chat, SMS, social messaging), Gladly will automatically suggest the Agent's most frequently used greeting. All the Agent has to do is press the tab key to accept the suggestion. Or, they can ignore it by typing away.


Get Topics API Update

The Get Topics API will now include the parentId of Topics. Available in Sandbox this week, the return payload will now look like this:

[
  {
  "id": "uu4t00vITaKQ3bVjU2UrGQ",
  "name": "Order Returns",
  "disabled": false,
  "parentId": "some-id"
  }
]


Respond to Incoming SMS and Facebook Messages via API

In Sandbox this week, we're adding APIs to reply to Customers through text-based Channels: SMS and Facebook Messenger. These APIs are must-haves for Customers looking to automate (in-house or with a partner) common Customer interactions.


Resolved Issues

Answers Fixes

  • Answers Revision History - The Answer revision history now reflects the last five revisions. Previously, it wouldn't always update with recent revisions.
  • Answer Panel Preview Language - Previously, previewing a reference Answer with a non-en-us language selected would show the preview for en-us instead of the selected language. This is now fixed.
  • ASCII Characters - We fixed a bug that prevented some Answers from loading if it had non-ASCII characters in the name.

Schedule Node Error - We updated the date format on the Schedule node to use a two-digit month and date format.

Sidekick Window Responsiveness - We fixed a bug that caused Sidekick to extend above a viewable area if the browser size is too small, making it hard to close Sidekick.

Queue IVR Routing - We fixed an issue that prevented some Customers from being routed to a new Inbox after the in-queue IVR. This issue specifically affected queue IVRs configured to dial another Gladly phone number without a routing selector defined.

Customer Activity Endpoint - We resolved an issue that prevented Customer activity creation through our APIs.


Don't Miss Out

REVIEWS

You're in good company

We'd love to hear from you - please share your insights on Gladly.

Please leave us a review on G2 Crowd Here


SPOTLIGHT FEATURE

Emojis πŸ‘πŸ½β™₯️😊

Emojis are everyone’s favorite means to express themselves when words aren’t enough. Agents can leverage emojis to take the place of real words, to increase efficiency across all channels and delight customers. Learn more about emojis and other composition tips and tricks.


Was This Article Helpful?